Accenture – IT Customer Service New Associate @Hyderabad

Global professional services leader Accenture India is hiring for the position of IT Customer Service New Associate under Job Requisition ID: AIOC-S01667985. Hosted on Accenture’s official careers portal (accenture.com), this entry-level non-voice support role is based at Accenture’s Operations campus in Hyderabad, Telangana, India.

Operating within Accenture Intelligent Operations (AIOC) under the Customer Support vertical, this role focuses on Service Desk Non-Voice Support, managing technical incidents, service requests, email inquiries, and live chat resolutions for global clients.

Job Details

About Company

Accenture is a Fortune Global 500 company delivering leading capabilities across digital, cloud, security, and enterprise operations. With over 775,000 professionals globally, Accenture serves clients across 120+ countries.

Accenture Intelligent Operations (AIOC) blends domain expertise, artificial intelligence, and automated process workflows to manage business processes, IT service desks, and customer support ecosystems for international enterprise accounts.

Comprehensive Job Overview

As an IT Customer Service New Associate, you will serve as an individual contributor handling non-voice technical support interactions (email, web forms, and live chat).

In this role, you will record, diagnose, troubleshoot, and resolve end-user technical incidents and service requests within strict Service Level Agreements (SLAs). Working under direct supervision, you will follow established guidelines and standard operating procedures (SOPs) to address routine customer queries, manage escalations, and maintain accurate ticket documentation.

Requirements & Qualifications

1. Educational Eligibility

• Degree: Any Graduation (B.A. / B.Sc / B.Com / BCA / B.E. / B.Tech / BBA or equivalent degree from a recognized university).

2. Core Experience & Skills

• 0 to 1 Year of relevant experience or fresh graduates seeking an entry-level technical support role.
• Non-Voice & Chat Skills: Excellent typing speed, accuracy, and written communication capabilities for managing email and chat tickets.
• Troubleshooting Aptitude: Ability to record, diagnose, and categorize technical issues using standard knowledge bases.
• Process Discipline: Ability to follow structured SOPs, operational guidelines, and SLA benchmarks under supervisor guidance.
• Shift Flexibility: Willingness to work in rotational shifts (including night shifts or weekend coverage as per operational needs).

3. Behavioral & Soft Skills

• Calm and customer-centric approach when handling dissatisfied users or critical inquiries.
• Strong attention to detail during ticket recording and escalation tagging.
• Good written English grammar and comprehension skills.

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Key Roles and Responsibilities

1. Non-Voice Incident Management: Manage, troubleshoot, and resolve user technical queries received via email, web portals, and live chat interfaces.
2. SLA Adherence: Ensure rapid response and resolution times to restore normal service operations and close tickets within designated SLAs.
3. Ticketing & Diagnostics: Log incident details, perform initial diagnostic steps, tag root cause categories, and assign unresolved issues to higher-tier teams.
4. Customer Satisfaction: Address customer complaints professionally, following documented precedent and referral paths to minimize escalation.
5. Continuous Improvement: Participate in process training, typing efficiency exercises, and team operational updates.

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Technical Tools & Domain Summary

Compensation & Benefits

• Estimated Salary Package: Competitive entry-level Accenture package (typically ranging from ₹3.0 LPA to ₹4.2 LPA plus shift allowances, transport facilities, and performance incentives).
• Work Location: Accenture Operations facility in Hyderabad, Telangana.
• Health & Wellness: Comprehensive medical coverage for employees and eligible dependents, term insurance, and holistic well-being support.
• Skill Development: Access to Accenture’s internal learning platforms, certification subsidies, and structured career pathing within AIOC.

Selection & Recruitment Process

1. Profile Shortlisting: Application screening based on educational qualifications, written English clarity, typing skills, and shift flexibility.
2. Online Assessment:
   • Verbal Ability & Written English test.
   • Typing Speed and Accuracy Test (WPM evaluation).
   • Basic Logical Reasoning and Computer Fundamentals assessment.
3. HR & Communication Round: Brief evaluation of communication fluency, rotational shift readiness, location confirmation, and document verification.
4. Operations / Technical Interview: Scenario-based questions on email etiquette, customer escalation handling, SLA concepts, and basic troubleshooting steps.

How to Apply?

1. Click on the official Accenture application link provided below.
2. Click Apply for this job and log in or create an applicant profile.
3. Confirm Job Requisition ID: AIOC-S01667985 for IT Customer Service New Associate – Hyderabad.
4. Upload an updated resume highlighting written communication skills, typing proficiency, educational details, and relevant projects/certifications, then submit your application.

Official Application Link: Apply Link